U.S. patent application number 11/065852 was filed with the patent office on 2006-08-31 for systems and methods for routing a communications link.
This patent application is currently assigned to Siemens Communications, Inc.. Invention is credited to Mallikarjuna Samayamantry.
Application Number | 20060195585 11/065852 |
Document ID | / |
Family ID | 36182401 |
Filed Date | 2006-08-31 |
United States Patent
Application |
20060195585 |
Kind Code |
A1 |
Samayamantry; Mallikarjuna |
August 31, 2006 |
Systems and methods for routing a communications link
Abstract
Devices, systems and methods that route a communication link to
a proper destination are disclosed. The method may include
connecting the communication link to a first destination;
requesting a response from the first destination; validating the
response from the first destination; and disconnecting the
communication link to the first destination if the response from
the first destination is not valid. The method may also include
connecting the communication link to a second destination;
requesting a response from the second destination; and
disconnecting the communication link to the second destination if
the response from the second destination is not valid. The devices,
systems and methods may provide hunt group, call center and
conference call features as discussed later herein.
Inventors: |
Samayamantry; Mallikarjuna;
(Boca Raton, FL) |
Correspondence
Address: |
SIEMENS CORPORATION;INTELLECTUAL PROPERTY DEPARTMENT
170 WOOD AVENUE SOUTH
ISELIN
NJ
08830
US
|
Assignee: |
Siemens Communications,
Inc.
|
Family ID: |
36182401 |
Appl. No.: |
11/065852 |
Filed: |
February 25, 2005 |
Current U.S.
Class: |
709/227 |
Current CPC
Class: |
H04M 3/56 20130101; H04L
12/1813 20130101; H04M 2203/2027 20130101; H04L 51/14 20130101 |
Class at
Publication: |
709/227 |
International
Class: |
G06F 15/16 20060101
G06F015/16 |
Claims
1. A method for routing a communication link to a correct
destination, comprising: connecting the communication link to a
first destination; requesting a response from the first
destination; validating the response from the first destination;
and disconnecting the communication link to the first destination
if the response from the first destination is not valid.
2. The method of claim 1, wherein if the response from the first
destination is not valid, the method further comprises: connecting
the communication link to a second destination; requesting a
response from the second destination; and disconnecting the
communication link to the second destination if the response from
the second destination is not valid.
3. The method of claim 1, wherein the method is used to provide one
or more communication links to members of a telephone conference
call.
4. The method of claim 3, wherein if the response from the first
destination is not valid the method further comprises: notifying
other conference call members of the unavailability of a conference
call member at the first destination.
5. The method of claim 1, wherein the method is used to provide a
communication link to an active member.
6. The method of claim 1, wherein the method is used to provide a
communication link on a telephone network.
7. The method of claim 1, wherein the response is an audio
segment.
8. The method of claim 7, wherein the response is validated using a
voice recognition protocol.
9. The method of claim 1, wherein the response is a touch-tone
signal.
10. The method of claim 1, wherein requesting a response further
comprises transmitting an audio segment requesting the response
from the member.
11. A server for connecting a telephone call to a phone number of
an individual, comprising: a module for connecting the telephone
call to a first phone number; a module for requesting a response
from the location of the first phone number; a module for
validating the response from the location of the first phone
number; and a module for disconnecting the telephone call to the
first phone number if the response from the first phone number is
not valid.
12. The server of claim 11, wherein if the response from the first
phone number is not valid, the server further comprises: a module
for connecting the communication link to a second phone number; a
module for requesting a response from the second phone number; and
a module for disconnecting the communication link to the second
phone number if the response from the second phone number is not
valid.
13. The server of claim 11, wherein the server is used to provide
one or more communication links to members of a telephone
conference call.
14. The server of claim 13, wherein the server further comprises: a
module for notifying other conference call members of the
unavailability of a conference call member at the first phone
number if the response from the first phone number is not
valid.
15. The server of claim 11, wherein the server is used to provide a
communication link to an active member.
16. The server of claim 11, wherein the server is used to provide a
communication link on a telephone network.
17. The server of claim 11, wherein the response is an audio
segment.
18. The server of claim 17, wherein the response is validated using
a voice recognition protocol.
19. The server of claim 11, wherein the response is a touch-tone
signal.
20. The server of claim 11, wherein the module for requesting a
response further comprises a module for transmitting an audio
segment requesting the response from the member.
21. A system for connecting a telephone call to a correct phone
number, comprising: means for connecting the telephone call to a
first destination; requesting a response from the first
destination; validating the response from the first destination;
and disconnecting the telephone call to the first destination if
the response from the first destination is not valid.
22. The system of claim 21, wherein if the response from the first
destination is not valid, the system further comprises: a means for
connecting the communication link to a second destination; a means
for requesting a response from the second destination; and a means
for disconnecting the communication link to the second destination
if the response from the second destination is not valid.
23. The system of claim 21, wherein the system is used to provide
one or more communication links to members of a telephone
conference call.
24. The system of claim 23, wherein if the response from the first
destination is not valid the system further comprises a means for
notifying other conference call members of the unavailability of a
conference call member at the first destination.
25. The system of claim 21, wherein the system is used to provide a
communication link to an active member.
26. The system of claim 21, wherein the system is used to provide a
communication link on a telephone network.
27. The system of claim 21, wherein the response is an audio
segment.
28. The system of claim 27, wherein the response is validated using
a voice recognition protocol.
29. The system of claim 21, wherein the response is a touch-tone
signal.
30. The system of claim 21, wherein the means for requesting a
response further comprises a means for transmitting an audio
segment requesting the response from the member.
Description
BACKGROUND OF THE INVENTION
[0001] The present invention relates generally to communication
systems, and more particularly to telecommunication systems that
route communications to a proper location.
[0002] Business tasks often involve live meetings between two or
more individuals. Often referred to as presence-based
communications, individuals need to be able to receive and respond
to information in a real time manner. This requires individuals to
be simultaneously accessible and able to connect to one another via
a communications link.
[0003] The communications link can be in the form of written
communications, such as email or chat-forums. The communications
link can also be in verbal form via, for example, a telephone
network. The communications-link can also be accomplished using a
video conference or a combination of document retrieval and email
or telephone.
[0004] A variety of devices may be used to allow individuals to
communicate with one another, for example, telephones, pagers,
email, chat forums, and video conferencing devices. These devices
can work on a variety of platforms and transmit information using a
variety of protocols. A telephone, for example, can send voice
information with a traditional circuit-based protocol on a Public
Switched Telephone Network (PSTN) or it can send voice information
in discrete digital packets using an internet protocol termed
"Voice over IP" (VoIP).
[0005] To facilitate and manage communications, businesses often
use various platforms to network the various protocols and devices
used to communicate. A business, for example, may use a server with
various communications applications to route, store, and manage the
communications received and sent by the business. Similarly, these
communication applications can also be stored and installed on
individual communication devices. For example, a telephone may have
an answering machine to answer calls when the user is unavailable.
In addition to routing and storing communications, the system may
be able to translate the communications into different forms. For
example, a system can translate an email or other written
communication into a verbal message. This allows individuals to
communicate with others using the various forms of
communication.
[0006] Businesses often require individuals to attend meetings on a
regular basis. In addition to the difficulties associated with
finding a convenient time that meets the availability of all
attendees, each attendee must also be located and connected via a
communication device. Businesses often require individuals to
travel to remote destinations or be on-call after normal business
hours. To facilitate individuals' lifestyles and family needs, many
businesses allow employees to work from home or other remote
locations. The system needs to be able to identify the current
location of an individual from a variety of possible locations. In
addition to an increasing variety of work locations, individuals
also have a variety of devices that they use to communicate. The
system may also need to be able to work with a variety of different
communications protocols and devices.
[0007] Accordingly, an efficient and effective method is needed for
a system to provide a communication link to an individual. In view
of the foregoing, it is desirable to provide a system that can
determine the availability of an individual at a variety of
locations and on a variety of devices. It is also desirable to
ensure that the system contacts the correct individual and
establishes a communication link with the correct individual.
SUMMARY OF THE INVENTION
[0008] It is, therefore, an objective of the present invention to
provide devices, systems, and methods that route a communication
link to a variety of locations and devices. It is also desirable to
ensure that the system routes the communication link to the correct
individual and not a passive answering device.
[0009] According to an exemplary embodiment of the invention, a
method may include connecting the communication link to a first
destination; requesting a response from the first destination; and
validating the response from the first destination. The invention
may disconnect the communication link to the first destination if
the response from the first destination is not valid. In another
aspect of the invention, the method may also include connecting the
communication link to a second destination; requesting a response
from the second destination; and disconnecting the communication
link to the second destination if the response from the second
destination is not valid.
[0010] In another exemplary embodiment, the method may be used to
provide one or more communication links to members of a telephone
conference call. The method may also notify other conference
members of the unavailability of a conference member at the first
destination if the response from the first destination is not
valid. In yet another exemplary embodiment, the response may be
validated using a voice recognition protocol. The response may also
be a touch-tone signal that is validated by the system. In yet
another aspect of the invention, requesting a response may further
comprise transmitting an audio segment requesting a response from
an active member.
[0011] The invention may also include a system or device that may
include a module for connecting the telephone call to a first phone
number; a module for requesting a response from the location of the
first phone number; a module for validating the response from the
location of the first phone number; and a module for disconnecting
the telephone call to the first phone number if the response from
the first phone number is not valid. The device may also include a
module for connecting the communication link to a second
destination; a module for requesting a response from the second
destination; and a module for disconnecting the communication link
to the second destination if the response from the second
destination is not valid.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] The above and other objectives and advantages of the present
invention will be apparent upon consideration of the following
detailed description, taken in conjunction with the accompanying
drawings, in which like reference numbers refer to like parts
throughout, and in which:
[0013] FIG. 1 shows a generalized schematic of an exemplary
communications network used to implement the present invention.
[0014] FIG. 2 is a flow chart illustrating a first exemplary
embodiment of the present invention.
[0015] FIG. 3 is a flow chart illustrating a second exemplary
embodiment of the present invention.
[0016] FIG. 4 is a flow chart illustrating an example of a
telecommunication system implementing methods of the present
invention.
[0017] FIG. 5 is a flow chart illustrating another example of a
telecommunication system implementing methods of the present
invention.
DETAILED DESCRIPTION OF THE INVENTION
[0018] FIG. 1 is a generalized schematic of an exemplary
communications network 100 used to implement the present invention.
The communications network 100 connects various communication
devices through a Wide Area Network (WAN) 102. The WAN 102 can use
a variety of protocols and platforms to transmit information. A
telephone 104 can send voice information with a traditional
circuit-based protocol on a Public Switched Telephone Network
(PSTN). A computer 106 can transmit information in discrete digital
packets using an internet protocol. Various substations and
networks can reformat and transmit the information using multiple
protocols prior to delivering the information to the final
destination. The WAN 102 can also include a wireless network of
communication devices. An antenna 108 can send and receive signals
from a cell phone 110 and/or a Personal Data Assistant (PDA) 112. A
server 114 can be used to manage communications of a local area
network (LAN). The LAN can network multiple employee telephones 116
as well as employee computers 118. The server 114 manages the
communications received and transmitted from the LAN.
[0019] The server 114 can be programmed to direct and manage phone
calls to employee telephones 116 and employee computers 118 in the
LAN. The server 114 can function as a work group management system.
For example, the server 114 can direct a phone call to a message
box if a user has directed the system based on some predetermined
parameters. The user can set up the system to redirect a phone call
to another number if the user does not answer the phone at the
current phone number.
[0020] In addition to directing received calls, the system can also
direct outbound calls. A user can direct the system to respond to a
dialed number by first calling a first number associated with a
first destination and then forwarding the call to a second number
if the correct recipient does not answer at the first number. The
system can also be programmed to call a list of numbers associated
with a list of telephone conference members. If the system fails to
reach the intended conference member, the system can attempt to
contact the individual at other locations or notify other members
of the conference that the intended member is unavailable.
[0021] FIG. 2 is a flow chart illustrating a first exemplary
embodiment 200 of the present invention. According to the first
exemplary embodiment 200, when the system receives or transmits a
call, the system connects the communication link to a first
destination (block 202). The first destination may be a phone
number associated with the intended recipient's primary location.
Once the communication link is established, the system requests a
response from the first destination (block 204). This can be in the
form of an audio prompt. For example, the system can transmit an
audio segment such as, "Please identify yourself" or "Enter your
employee number." The system waits for a response from the first
destination. The system than validates the response from the first
destination (block 206). If the response is an audio response, the
system can use a variety of techniques to validate the response
from the first destination.
[0022] The system can use voice identification to identify the
individual answering the phone. The system can use a variety of
techniques known to individuals skilled in the art of voice
identification. The system can compare the audio response with a
computer simulated response based on the suggested or predefined
pronunciation of the user's name. The system can also compare the
audio response with a prerecorded version of the user's name in the
user's voice. The system can then compare the voice of the
prerecorded user's name with the user's transmitted response. This
allows the system to perform voice analysis on the response and
provide a higher level of authentication of the intended
recipient.
[0023] In addition to voice identification techniques, the system
can also have the recipient provide a touch-tone response. For
example, the system can prompt the individual to enter a secure
code via the touchpad on the telephone used by the recipient. The
system can request that the recipient enter a secure four-digit
member code for a corresponding meeting. The member, having
received the member code in a prior communication, would enter the
four-digit code via the keypad on the member's telephone. The
system would receive the code and authenticate the transmitted
code. Once the code is authenticated, the system can provide the
member access to the conference. If the recipient fails to enter
the proper member code (block 208), the system may disconnect the
recipient (block 210) or request that the recipient re-enter the
member code. If the recipient enters the proper member code (block
208), the system continues to provide the communication link (block
212). The member code allows the system to determine whether or not
the recipient is the correct member. If the recipient fails to
enter a member code or enters an incorrect code, the system can
disconnect the communication link and perform additional aspects
disclosed in a second exemplary embodiment 300 of the
invention.
[0024] The response provided by the recipient not only allows the
system to determine if the correct recipient has been contacted but
also allows the system to determine if it has not connected to a
live individual. For example, the recipient may not pick up the
telephone and the system may connect to the recipient's answering
machine. The system can recognize by the failure to respond or
inadequacies of the response that the recipient has not been
contacted and the system has connected to an answering machine.
[0025] The system allows individuals to connect to a variety of
devices without the hassles of programming each device to work with
the system. For example, the individual need not set all telephones
that the system may use to contact the individual to connect to an
answering machine after a specific number of rings. This also
allows the recipient to use a variety of communication devices
without the concern of compatibility with the system.
[0026] The system can recognize a variety of types of answering
machines. The system can be programmed to recognize that if no
response is provided within five seconds, for example, the system
may disconnect the communication link or request a response again
and wait another five seconds. If an answering machine were to
answer the telephone, the system can use a predefined correct
response of "John Doe speaking" and recognize that the response
provided, "Hello, you have reached John Doe. I am currently not
available to take your phone call . . . " is incorrect and not the
intended recipient.
[0027] FIG. 3 is a flow chart illustrating a second exemplary
embodiment 300 of the present invention. According to the second
exemplary embodiment 300, when the system receives or transmits a
call, the system connects the communication link to a first
destination (block 302). Similar to the first exemplary embodiment
200, the system requests a response from the first destination
(block 304). Once the system receives the response from the first
destination, the system validates the response from the first
destination (block 306). As previously discussed, the system can
request a variety of responses from the recipient as well as a
variety of validation techniques to verify that the recipient is
the correct member. If the first response is valid (block 308), the
system continues to provide the communication link (block 312). If
the first response is invalid (block 308), the system can
disconnect the communication link to the first destination and
provide a communication link to a second destination (block
314).
[0028] The second destination can be a secondary number of the
recipient. For example, the secondary number can be the recipient's
cell phone or home-office phone. The system requests a response
from the second destination (block 316). As discussed in the first
embodiment 200, the response can be an audio response or a code
entered via the touchpad of the recipient's phone. Once the system
receives the response, the system validates the response received
from the recipient (block 318). The system can use a variety of
techniques to validate the response as previously discussed in the
first exemplary embodiment 200. If the response is valid (block
320), the system continues to provide the communication link to the
second destination (block 322). If the response is not received or
is invalid (block 320), the system may disconnect the communication
link to the second destination (block 324).
[0029] The system is not limited to providing communication links
to only two destinations as shown in FIG. 3. As will be apparent,
the system can provide communication links to multiple locations.
The system can use the exemplary method illustrated in FIG. 3 to
provide communication links to three or more locations. For
example, the first destination can be the employee's office phone,
the second destination can be the employee's home-office phone, and
the third destination can be the employee's cell phone.
[0030] In addition to using the system described in the first and
second exemplary embodiments 200, 300 to route and connect
telephone calls, the system can also be used to provide
communication links for emails, chat forums, and video conferences
as well as many other methods of communication. The system can also
be used to provide communication links for a combination of
communication devices. For example, the first location may be a
work telephone number and the second location may be a work email
address. The email may alert the individual of the phone call and
allow the individual to enter an additional number for the system
to connect to the individual. The system can also allow the
individual to respond to the email and establish a communication
link with the phone call and the email address using a translator
of the system.
[0031] In addition to responding to preformatted rules directing
the system to contact a second location when the recipient is not
at a first location, the system may be programmed to use a variety
of additional rules. For example, the system can be directed to
connect the communication link to a work phone number between the
hours of 8:30 AM and 5:30 PM and to connect the communication link
to a home office number otherwise. In another example, the system
can connect the communication link to a first employee and require
a first response from the employee. If the employee is unavailable
or does not provide the correct response, the system may connect
the communication link to a second location and request a second
response different from the first response. For example, the first
response may require the recipient to say, "This is the shipping
department" while the second response may require the recipient to
say, "This is the Supervisor".
[0032] The system may perform the above method without alerting the
caller that the system is authenticating the recipient or
attempting to contact the recipient at multiple destinations. For
example, the system may receive a communication link from a
customer. The system may prompt the customer to please hold while
the system contacts the intended recipient. The system can attempt
to contact the recipient at multiple locations, for example, an
office, cell or home phone. Once the recipient is contacted and
identified, the system can connect the communication link without
the customer knowing that multiple locations were attempted and
without accidentally connecting the customer to an answering
machine. In another example, the system can provide the caller with
choices. The system may prompt the caller with a message stating
that the intended recipient is not available at the first
destination and ask the caller if the caller would like to try
another destination. Based on the caller's choice, the system may
connect the caller to a second destination.
[0033] FIG. 4 is a flow chart illustrating an example of a
telecommunication system implementing methods of the present
invention 400. The example illustrated in FIG. 4 can be, for
example, a call received by a call center or a work group
management system. The system receives a call for a first
destination (block 402). The system may then check to see if the
first destination is the user's primary location (block 404). The
user may provide predefined rules for the system as previously
discussed. If the first destination is the user's primary location
(block 404), the system will connect the communication link to the
first destination (block 406). If the first destination is not the
user's primary location (block 404), the system may reroute the
communication link to the user's primary location (block 408). The
user's primary location may be, for example, the user's office
phone. The system would direct all calls for the user to the user's
office phone. The system then may receive a response that the
office phone or primary location has answered the communication
link (block 410). Once the call is answered, the system may
initiate a timer (block 412). The system may also play an audio
prompt requesting a response from the user (block 414). After a
predetermined amount of time, the system will validate any response
received by the system (block 416).
[0034] If the timer has not reached a predetermined time and the
response is validated by the system (block 418), the system
maintains the connection (block 420). The system may also prompt
the original caller and direct the two parties to communicate
directly. If the timer reaches a predetermined time without a
response or the response is invalidated by the system (block 418),
the system may then disconnect the communication link to the user's
primary location and provide a communication link to a secondary
location (block 422), for example, the user's cell phone. If none
of the predefined destinations provide a correct response the
communication link can be routed to a specific answering machine.
This allows the user to use one specific answering machine for
messages instead of being concerned with multiple answering
machines.
[0035] FIG. 5 is a flow chart illustrating another example of a
telecommunication system 500 implementing methods of the present
invention. The example illustrated in FIG. 5 can be, for example, a
system for initiating a conference call or other phone roster. The
system receives a request to initiate the conference call or call
roster (block 502). The system determines the first location of the
first member of the conference call (block 504). The system places
a call to the first location of the first member (block 506). The
system receives a response that the call has been answered (block
508). Once the call is answered, the system may initiate a timer
(block 510). The system may also play an audio prompt requesting a
response from the user (block 512). After a predetermined amount of
time, the system will validate any response received by the system
(block 514).
[0036] If the timer has not reached a predetermined time and the
response is validated by the system (block 516), the system
maintains the connection (block 518). The system may also prompt
the conference call members that the member is now an active
participant and proceed to contact the next member of the
conference call. If the timer reaches a predetermined time without
a response or the response is invalidated by the system (block 516)
and the member's secondary location has not been attempted (block
520), the system may then disconnect the communication link to the
user's first location and attempt a communication link to a second
destination (block 522). If none of the predefined destinations
provide a correct response and the member's secondary location has
been attempted (block 520), the communication link may notify other
members of the conference that the member is unavailable (block
524). The system may then proceed to contact the next member of the
conference call or phone roster (block 526).
[0037] Architecturally, aspects of the invention can be located on
a server, workstation, minicomputer, or mainframe. Aspects of the
invention can also be located on a stand-alone device, for example
a telephone, cell phone, desktop computer, or Personal Data
Assistant (PDA). The methods and system can also be used with a
server or computer network that provides, for example, a work group
management system, a conference organizer, a telephone notification
system, a call center, a hunt group, or other networking software.
The hunt group may be a rudimentary call center type application
run on a variety of devices.
[0038] Generally, the general purpose computer, in terms of
hardware architecture, includes a processor, memory, and one or
more input and/or output (I/O) devices (or peripherals) that are
communicatively coupled via a local interface. The local interface
can be, for example, one or more buses or other wired or wireless
connections, as is known in the art. The local interface may have
additional elements, which are omitted for simplicity, such as
controllers, buffers (caches), drivers, repeaters, and receivers,
to enable communications. Further, the local interface may include
address, control, and/or data connections to enable appropriate
communications among the components of a network. The systems and
method may be hardwired with the computer to perform various
aspects of the invention.
[0039] The systems and methods may also be incorporated in software
used with a computer. The software stored or loaded in the memory
may include one or more separate programs, each of which comprises
an ordered listing of executable instructions for implementing the
methods and systems of the invention. The software may work in
conjunction with an operating system. The operating system
essentially controls the execution of the computer programs, such
as the software stored within the memory, and provides scheduling,
input-output control, file and data management, memory management,
and communication control and related services.
[0040] The system and method may also include a Graphic User
Interface (GUI) to allow the user to enter predetermined rules used
to govern connections between the communication link and the proper
destination. The GUI may provide a user-friendly interface which
allows a user to select the user's current status which also may be
referred to as the user's current presence. The selection of the
current presence activates specific rules based on the current
presence selected. For example, a user may select "working
remotely" as the user's current presence. The system may direct all
communication links to the user's home phone and then to the user's
cell phone as a secondary location. In another example, a user may
select "on a business trip". The system will then use the user's
cell phone as the primary destination and then may use a manager's
phone as a secondary location. The system may allow the user to
select from a list of user-defined rules or allow the user to
create rules custom to the user's application.
[0041] Thus, systems and methods for routing a communication link
to a proper destination are provided. It will be understood that
the foregoing is only illustrative of the principles of the
invention and that various modifications can be made by those
skilled in the art without departing from the scope and spirit of
the invention. Accordingly, such embodiments will be recognized as
within the scope of the present invention.
[0042] Persons skilled in the art will appreciate that the present
invention can be practiced by other than the described embodiments,
which are presented for purposes of illustration rather than of
limitation and that the present invention is limited only by the
claims that follow.
* * * * *